Digital Banking Maturity 2020

Digital Banking Maturity is the largest global digital banking study, providing a comprehensive outside-in ‘mystery shopper’ assessment of retail banks’ digital channels and furthering discussion about future developments.

This 4th edition – which features Singapore for the first time ever – will identify several key digital trends shaping the banking industry across the globe, and compare the digital maturity between banks across three main components: functionalities benchmarking, customer needs research, and user experience study.

Overall, Singapore ranks in the top 5 markets for maturity in 2020 for both web and mobile channels. Singapore’s banks scored highly across almost all areas of the customer lifecycle, but there remain some lessons to be learned from global challengers who have launched innovative features in the marketplace.